Mita Patel Email & Phone Number

London, United Kingdom

London, United Kingdom

Producing regular and adhoc performance reports on various aspects of the Service, both internally and for DoH, Commissing Teams, and PCTs.Additionally, overseeing the day to day running of Patient Report Form (PRF) collection, scanning, storage, and Data Entry; responsible for a team of 12 Permanent and Temporary staff, processing approx 1.5 million forms per year.Responsible for the process of Data Quality & Validation, of 999 call, Incident, and vehicle data and corresponding PRF data - managing a team of 3 Validators.Some Management / Leadership Responsibilities include:Managing Sickness & AttendanceStaff development & trainingQuality & Output performance feedbackOrganisation & Chairing of large and small team meetingsPersonal Development Programs & ReviewsObjectives cascading & achievement managementStaff recruitment and placement managementIndividual & Team target decisions

Leading a team of 5, providing 1st Line support to 4000+ internal customers for:•Desktop software & hardware •3000+ Mobile phones•Pagers•Airwave Radio handsets•Bespoke applications and tools.Logging Incidents and Requests via Telephone, Email, and Self Service. Resolving at first line where possible, or escalating / assigning to internal support teams, external Suppliers, and Service Providers.Responsibilities and achievements:•Day to day resourcing and management of the Service Desk function and individuals.•Improving quality of incident logging, and updating, to enable more accurate and consistent reporting.•Improving feedback and progress updates to customers•Increasing 1st Line resolutions rates.•Improving resolution times of 1st and 2nd line incidents and requests.•Improving relationships with internal departments and 2nd & 3rd Line support teams.•Encouraging and improving consistency in working practices between teams•Service Desk representative for Major Incidents.•Service Desk lead for communication for Notifications of outages, issues, and maintenance.•Producing and reporting daily, weekly, monthly statistics of Service Desk activity and performance, to Department Head.•Process instigation and management•Increasing efficiency and effectiveness of existing processes and working practices.•Dealing with, and resolving, customer complaints and escalations•Establishing and maintaining inter-department relationships.•Increasing Customer buy-in to Service Desk function.•Increasing reputation and stature of the Service Desk, and IT teams as a whole.

Part of a team providing 1st line IT support to the London Ambulance Service staff

London, United Kingdom

Supervising teams of Merchandise vendors for sporting and music events at the Wembley Stadium and Wembley Arena